Pengaruh Automasi Verifikasi Identitas terhadap Waktu Penyelesaian Layanan dan Tingkat Kesalahan Transaksi: Studi Simulasi pada Proses Fulfillment
DOI:
https://doi.org/10.47134/jacis.v6i1.145Keywords:
ERP, automasi verifikasi identitas, waktu layanan, tingkat kesalahanAbstract
Transformasi digital dalam sistem Enterprise Resource Planning (ERP) mendorong kebutuhan automasi proses bisnis, termasuk pada tahap fulfillment layanan. Penelitian ini bertujuan menganalisis pengaruh automasi verifikasi identitas terhadap waktu penyelesaian layanan dan tingkat kesalahan transaksi. Eksperimen simulatif dilakukan menggunakan dua dataset ERP, masing-masing berisi 100 transaksi pada mode manual dan otomatis, dengan parameter uji berupa waktu proses, jumlah kesalahan input, dan persentase verifikasi gagal. Analisis dilakukan menggunakan statistik deskriptif dan perbandingan komputasional antar-mode untuk menilai perubahan efisiensi proses. Hasil penelitian menunjukkan bahwa automasi verifikasi identitas mempercepat waktu penyelesaian sebesar 38% dan menurunkan tingkat kesalahan transaksi hingga 27%. Berbeda dari studi sebelumnya, penelitian ini menawarkan novelty berupa evaluasi empiris terhadap automasi verifikasi identitas berbasis lookup NIK dan nomor telepon dalam konteks proses fulfillment ERP menggunakan pendekatan Business Process Simulation (BPS). Temuan ini menegaskan bahwa digitalisasi verifikasi tidak hanya meningkatkan akurasi dan kecepatan, tetapi juga berpotensi diadaptasi oleh organisasi yang ingin meningkatkan efisiensi operasional melalui automasi proses layanan
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